Everything on this page is on top of your rights under the law, never instead of them. If you're not sure which part applies to you, email us and we'll tell you.
Cancelling before it's sent
If you want to cancel an order you've just placed, email us straight away with your order number. If we haven't yet sent it to our supplier, we cancel it and refund you in full. If it's already on its way, you can still return it when it arrives, as below.
Changing your mind: 14 days
Under the Consumer Contracts Regulations 2013, you have 14 days from the day your order arrives to tell us you want to cancel it, for any reason. If your order came in more than one parcel, the 14 days start from the day the last one arrives. To cancel, email us with your order number. You don't have to give a reason.
We then email you the address to send it back to. Our products come from different suppliers, so the address depends on what you bought. Please send it back within 14 days of telling us, well packed, with your order number inside. You pay the cost of sending it back, so please use a service that gives you proof of postage.
We refund the full price you paid. We do this within 14 days of getting it back, or of you sending us proof that you've posted it, whichever is sooner. If something comes back used or damaged by more handling than you'd need in a shop to see whether it's right, we may take off an amount for the loss in value.
For hygiene, you can't return toothbrushes and finger brushes because you've changed your mind once they've been taken out of their sealed packaging. This doesn't affect your rights if they're faulty.
Damaged, faulty or not as described
Under the Consumer Rights Act 2015, what you buy must be as described, of satisfactory quality and fit for its purpose. If it isn't, email us with your order number, a line on what's wrong and a photograph. We'll put it right at our cost.
- Within 30 days of it arriving, you can have a full refund, or a replacement if you'd rather.
- After 30 days, we'll repair or replace it, and if that isn't possible or doesn't fix it, we'll refund you.
If we need the item back, we tell you where to send it and pay the cost of sending it. Often a photograph is enough, and you won't need to send it back at all.
If it hasn't arrived
Your order is our responsibility until it reaches you. Check the tracking on our order tracking page first. Most orders arrive within 10 days, and larger things can take up to 3 weeks. If yours hasn't come 3 weeks after you ordered, or the tracking hasn't moved for a week, email us and we'll chase it with our supplier. If it has been lost, we'll send it again or refund you in full.
How refunds are paid
Refunds go back to the card you paid with. They usually show on your account within 5 to 10 working days, depending on your bank. We email you when we've made one.